Experience

International Baccalaureate

• Switzerland
• Education Administration Programs
• 700 & Above Employee

• Head of Customer Service and Support

  • Nov 2021 - Present

  Manage and lead a global customer service team located in centers within Bethesda, Wales, and Singapore. Manage and lead a global customer service team located in centers within Bethesda, Wales, and Singapore.



The College Board

• United States
• Education Administration Programs
• 700 & Above Employee

• Executive Director

  • 2004 - 2021

  Created, scaled, and led College Board’s first-ever Customer Service organization. Managed all customer-centric functions by providing leadership and direction to a team of 43 internal team members and 500 indirect staff across six onshore and offshore outsourced contact centers. Created new best practices and streamlined processes to improve efficiencies. Collaborated with internal stakeholders using data-driven methodologies to elevate the customer experience through improved customer communications, policies and procedures, product enhancements, and the organization's website.



XPO

• Transportation/Trucking/Railroad
• 700 & Above Employee

• Vice President Operations

  • 1999 - 2004

  Held direct operational and financial oversight of seven fulfilment and distribution centers across thirteen clients. Additionally responsible for business development and sales across all divisions. Held direct operational and financial oversight of seven fulfilment and distribution centers across thirteen clients. Additionally responsible for business development and sales across all divisions.



Henry Schein

• United States
• Medical Equipment Manufacturing
• 700 & Above Employee

• Director Of Operations

  • 1998 - 1999

  Complete operational and financial responsibility for the Northeast distribution center. Increased productivity by 14% and decreased order error rate by 24% by implementing modifications to the conveyor and pick-to-light systems. Complete operational and financial responsibility for the Northeast distribution center. Increased productivity by 14% and decreased order error rate by 24% by implementing modifications to the conveyor and pick-to-light systems.



DHL Supply Chain

• Germany
• Transportation, Logistics, Supply Chain and Storage
• 700 & Above Employee

• General Manager

  • 1990 - 1998

  Held increasingly responsible positions managing outsourced distribution centers for several clients that included the Hershey Company and Johnson & Johnson. Held increasingly responsible positions managing outsourced distribution centers for several clients that included the Hershey Company and Johnson & Johnson.



Service Merchandise

• United States
• Retail
• 1 - 100 Employee

• Operations Supervisor

  • 1989 - 1990

  Supervised 35 staff and managed the pick and shipment of product to retail stores. Supervised 35 staff and managed the pick and shipment of product to retail stores.



Daily Express, Inc

• United States
• Truck Transportation
• 100 - 200 Employee

• Fleet Supervisor

  • 1989 - 1989

  Supervised 20 owner-operators and responsible for maximizing revenue dollars per mile and optimizing service levels. Supervised 20 owner-operators and responsible for maximizing revenue dollars per mile and optimizing service levels.